Software Escalation Engineer at CyberArk | Hyderabad

CyberArk SoftwareHyderabad

On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Qualifications:Bachelor’s Degree in Computer Science or a related fieldExceptional verbal and written communication skillsAdept at managing conflicting priorities while retaining a customer-first focus to drive successful outcomesStrong technical troubleshooting skills with a proven ability to think strategically and develop suitable solutions for isolating root causesAbility to independently analyze and resolve technical challenges, both in customer escalations and internallyMinimum 2-5 years of professional experience with relevant technologiesFamiliarity with Windows Operating SystemsExperience with UNIX/Linux platformsKnowledge of IIS and LDAPExperience with virtualization technologiesExposure to IDM, SSO, SIEM, application servers, authentication products, and ticketing systems is a plus

About the job

Join CyberArk as a Software Escalations Engineer, where you will take charge of addressing customer support escalations directed towards our R&D team. In this pivotal role, you will collaborate with both internal engineering and customer-facing teams, maintaining a customer-centric approach to provide effective solutions for escalated issues. This may involve implementing necessary code fixes or coordinating closely with our R&D teams under their guidance.

Key Responsibilities:

Evaluate customer escalations to R&D, enhancing the case escalation process by establishing clear expectations on when a case should be escalated and the required data to accompany it.
Demonstrate proficiency in coding languages such as Python, Visual Studio, ASP. Net, Java, C#, and Database management within an Agile development framework.
Utilize cloud technologies and DevOps tools, with the ability to write scripts and develop code-based solutions or bug fixes for customer escalations.
Become a trusted resource across the CyberArk product range, ensuring that escalations requiring R&D involvement reach the appropriate development teams, while identifying recurring issues and patterns based on case data.
Collaborate effectively across the R&D organization to guarantee prompt progress and updates regarding customer escalations.
Possess an advanced understanding of product architecture, behavior, limitations, and logs to resolve issues in internal R&D and integration settings, replicating sophisticated deployment scenarios in lab environments.
Employ relevant troubleshooting tools applicable to product technology and operating systems, such as Sysinternals, Wireshark, Strace, etc.
Engage with the CyberArk ecosystem, products, and integrations, utilizing Salesforce dashboards for extracting valuable data regarding project escalations.
Partner with support and knowledge teams to ensure that standard operating procedures (SOPs) are established and utilized for R&D escalation scenarios.

About CyberArk Software

CyberArk, a subsidiary of Palo Alto Networks, is the premier global leader in identity security, trusted by organizations worldwide to safeguard human and machine identities in the modern enterprise. Our AI-powered Identity Security Platform integrates intelligent privilege controls across all identities, delivering continuous threat prevention, detection, and response throughout the identity lifecycle. By implementing Identity Security, businesses can mitigate operational and security risks, establishing zero trust and least privilege frameworks with comprehensive visibility. This empowers all users and identities—including workforce, IT, developers, and machines—to securely access any resource from anywhere. Discover more at cyberark.com.

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Heartstrings Pet Hospice, In-Home Euthanasia & Aftercare

Part-time|Remote|Jersey Village TX

Join Heartstrings Pet Hospice and experience the fulfillment of providing compassionate end-of-life care to pets and their families. As a Part-Time In-Home Veterinarian serving Jersey Village and the Greater Houston area, you will have the opportunity to reconnect with pet families and deliver the quality care you’ve always envisioned, with ample appointment times and limited administrative responsibilities.At Heartstrings Pet Hospice, we understand the significance of supporting pets during their final moments by offering in-home euthanasia services. Founded by veterinarians, we are dedicated to fostering deep and meaningful relationships with pet families, colleagues, and our local community. Join our nurturing environment where you can flourish both professionally and personally.Why Heartstrings Pet Hospice?Make a significant impact with an average of 3-4 appointments dailyReceive heartfelt gratitude and appreciation from familiesEnjoy the flexibility of a mobile practice, free from clinic constraintsAccess comprehensive training and ongoing mentorshipAchieve a true work-life balance with flexible scheduling options (2-5 days per week, with most appointments from 9 am to 5 pm)Engage in team-building activities and retreats

Mar 1, 2026

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